FAQ

Is it possible to exchange sizes?

Size exchanges are not accepted.

Can I return it?

Sale items will also be accepted for return from June 6, 2018. Items marked "non-returnable" on the product page are excluded.

How can I return an item?

Please refer to here (Official Online Store Shopping Guide) for return instructions.

Q.What is your return policy?

[Unused items only] You can return the item if you contact us within 14 days of the product's shipping date.
*Customers are responsible for shipping and transfer fees for returns.

However, please note that the following items cannot be returned:
- Products that have been shipped more than 15 days ago
・If the product becomes soiled while in the customer's possession (products that have sweat or odor, or become dirty or scratched)
- Products that have been used once (e.g. shoes worn outside (including try-ons), opened socks, insoles, shoelaces, etc.)
- Items with missing or damaged tags, instruction manuals, shoe boxes, rice paper, shoe stuffing, product packaging, etc.
- Apparel and accessories worn directly on the skin
- Products that have been damaged by sweat, soiled, smelly, cleaned, hemmed, or have had names inscribed or altered by the customer
- Products that state "No returns" on the product page

please
*When trying on apparel and accessories, please be careful not to let smells of fabric softener, tobacco, makeup, perfume, etc. come into contact with the items.
*Please refrain from trying on bra tops, tights, socks, hats, wristbands, etc.

I threw away the tag and instruction manual. Can I return it?

In principle, we will not accept returns if the tags, instruction manuals, or other enclosed items are lost or damaged.
Please leave the tags on when trying on the clothes.

How many days after arrival can I return the item?

[Only for unused items] Within 14 days from the product shipping date.
*Customers are responsible for shipping and transfer fees for returns.

When will the refund be made?

Once we have received the returned item, we will refund you within 7 business days.
*Depending on the situation, such as peak season, it may take 8 to 14 business days.
*We do not notify you when your refund has been completed, so if you would like to receive a refund, please contact customer care.

If I purchase something on cash on delivery and then get a refund, what does the refund via "CASHPOST" mean?

"CASH POST" is a service that allows you to send money to customers with only the minimum necessary personal information.
Customers can simply call, email, or write their account information on the return card, eliminating the need to contact us.
You can specify the refund destination, so you can use it with peace of mind.

Please tell me how to get a refund and receive it via "CASH POST".

There is no need for you to contact us with your account details. All you need is the email address you used when placing your order. We will process the return after confirming the returned item.
After receiving the refund email, please follow the steps below.

①You will receive an email from our online store regarding the CASHPOST refund procedure.

②Please access the receipt procedure screen from the URL provided and choose your preferred receipt method.

3) Receive your refund via the method you selected.
How to receive by bank transfer Click here
How to receive at Lawson Click here
How to receive money at Seven Bank Click here

*Please check your spam settings. Please make sure you can receive emails from @newbalance.jp.
* In the case of refunds via CASHPOST, a fee of 330 yen (tax included) will be deducted from the refund amount.
*The valid period for receipt is within 2 weeks from the arrival of the refund procedure email.

What happens to the points I used for a purchase if I return it?

Points will be returned to you once the refund is complete.

What should I do if the product I purchased is defective?

If the product you receive is damaged, dirty, or has any other quality issues, or if the product you receive is different from the product you ordered, please contact us using the inquiry form.
Please return the product within 14 days of delivery, postage prepaid.
Please use Yamato Transport to return the item as payment on delivery is required.
*Please note that if the exchangeable item (same item, same size only) is out of stock, we may have to refund the product price.

Who should I contact to inform me of a return? What is the return address?

Inquiry form Please contact us.

【Return address】
〒277-0804
New Balance Japan DC iMission's Park Kashiwa 2, 7-1 Shinjuyoni, Kashiwa City, Chiba Prefecture
[New Balance Official Online Outlet] Product Return Department
*Please be sure to write [New Balance Official Online Outlet] in the addressee's name.